How innovation in the post-purchase experience can deter consumers to return

One of the worst parts about today online shopping? Tracking of the package. Whether it’s copying and pasting a really long tracking code, or you can be prompted to log in using the often faulty link, the experience after the delivery of your purchase can be tedious. Improving this process often requires significant investments that many retailers are not able to do.

This is where companies like Narvar, shopify and octane AI not carving out a cottage industry in the post-purchase experience (e.g., location tracking), which becomes increasingly necessary as retailers and brands are fighting to retain customers within their brick-and-clicks strategy. In a study by econsultancy in 2013, 70 percent of companies surveyed said that it is cheaper to keep a customer than acquiring a new one.

“Post-purchase experience is vital for the online shops, because by this point, they know more about the client, such as the acquisition of qualities, color preferences, style, methods of delivery and more,” said Neil Stewart, CEO, Wunderman trade. “Then, brands can interact with customers and to offer them specially tailored for them.”

In a new report Narvar, a customer experience company, 54% of buyers said they will continue to buy from a company that unerringly tells them when their package will arrive—and this is not surprising, considering how many packages were stolen from porches and steps.

Narvar works with more than 450 retailers, offering them a variety of customer service, such as creating a landing page that tracks packages and lets customers subscribe to updates via text messages, Facebook.

“Consumers expect more from the retailer [and] they planned to do about ‘where’s my package,” said Amit Sharma, founder and CEO of Narvar.

One of the customers Narvar all finish, made a post-purchase priority last year because it was determined that customers want a end-to-end buying experience.

“We must continue to evolve to not only meet, but exceed our customers ‘ expectations,” said Danielle Quatrochi, senior Vice President, digital experience, support and innovation on the finish. “They choose where they want to buy, and so we must give them a reason to buy from us.”

For example, the finish used to receive large number of calls to customers about the tracking. After using the product to engage in Narvar to give the package tracking clients, the company saw these calls decreased by 50 percent. On the tracking page also highlights new elements, which redirect to the company website and allows customers to receive updates tracking via text. In the first six months of use, Narvar, the finish saw a 17.6% opt-in for SMS updates and 25% CTR.

Narvar is not the only company to breathe new life into the delivery tracking of shipments. To come iOS app important pull tracking codes from any of the mail transfer to the account of a Gmail user in one convenient app—no need to go to another site, or copy and paste anything. Released in November 2017, individual users are tracked at least 1000 packages come through which an average of 200 deliveries per month.

Businesses connected to more than 1 million people through conversational platform-octane AI on messenger Facebook.

“No consumer who wants to have 20 apps to keep track of their purchases,” said Robleh JAMA, senior product Manager important. “This is a unique problem that is going to be very noticeable in General as many people as possible to move from a casual online buyers to power online shoppers.”

With arrival, buyers can track where their package through the map. If there is a problem, then the consumer can contact the company directly from the app.

“We were trying to do the heavy lifting for customers and consumers,” said JAMA. “We look at what we are doing as a way to take away that pain and extra steps when you shop.”

Then, there is a company like octane AI bot Platform creates opportunities for trade spoken to more than 100 stores and brands. Suggestions octane AI in e-Commerce, companies can automate responses to frequently asked questions, to help consumers choose the right product based on the things you like, to remind customers about abandoned cart and automatically send notifications to packaging and the warranty card. Brands that use tools with an octane rating of AI view an average of 7 percent to 25 percent increase in revenue and 75% reading speed to the Messenger.

Move to gain experience off cold marketing e-mails and chat-bots, and messages gives users more energy, allowing them to choose when to respond to something, and helps brands to build better relationships with them, shared Ben Parr, founder and Director of marketing with an octane rating of AI.

“Traditionally, it’s been a blast e-mail after the purchase,” said Parr. “It’s good, but it’s also annoying and you really are not personalizing anything, or learn something new.”

Click for more from this issue, this story first appeared in the 7 may 2018, the release of the magazine Adweek. Click here to sign up.

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